PAXI - Lost parcel

I was supposed to receive my parcel on 11/10/2022. On 12/10/2022 I enquired about the location of my parcel because the tracking details was last updated on 05/10/2022 that said my parcel left PKL Joburg Hub. I called Paxi support and they said they have to equire from their courier (PKL), but they can only communicate via email and PKL will take about four hours to respond then they will get back to me. Needles to say that I had to call Paxi again afte 5 hours. They have received an email from PKL which just stated that they cannot locate my parcel. I called again on 13/10/2022 and 14/10/2022 and received the same response "We have to send an email and Bla Bla Bla. I didn't enquire again until today, 17/10/2022, and I received exactly the same response. They also told me that they are not allowed to give out any supervisor's or manager's details and they cannot disclose the location of PKL. How pathetic is this that nobody want to take responsibility to fid my parcel. How can a business with such pathetic consumer support still be allowed to operate